Since 2025
Support requests sorted, drafted and prioritised by AI
Requests arrive by email, by WhatsApp, by web form. They are qualified, attached to the right project, and a reply is drafted — a human approves before it is sent.
incoming requests qualified and attached to their file
accounts followed in the same stream, whatever channel they arrive on
email, WhatsApp and web forms, feeding a single inbox
The context
A small firm looking after several clients receives requests everywhere: multiple mailboxes, WhatsApp messages, website forms. The cost is not in the reply, it is in the sorting — remembering which client this is, finding the history, judging the urgency, and above all letting nothing drop. That is exactly the kind of task with measurable volume, a stable rule, and recoverable errors.
The workflow, in motion
The diagram below replays what has just been described, step by step. It is not an illustration: it is the real path a file takes through the tool.
From incoming request to production
The same flow runs here every single day: AI absorbs the request, prepares the answer, and hands the call back to a human.
- inbox
Incoming request
Email, ticket or message — no format imposed on your teams.
- psychology
Triage
Topic, priority and scope identified within seconds.
- manage_search
Context gathered
History, business data and the relevant code are pulled together on their own.
- auto_fix_high
Answer prepared
Fix, tests and a summary of what changes, ready to review.
- how_to_reg
Human validation
One call, then it ships. No exceptions.
verified_userThe human keeps the decision: nothing ships without validation.
What we did
- check_circleA single inbox for every channel: email, WhatsApp, forms. A request arriving anywhere arrives in the same place.
- check_circleAutomatic routing to the right client from the sending address, phone number or keywords — with written rules, not guesswork.
- check_circleA reply drafted from the file's history, submitted for approval. Nothing goes out without a human having read it.
- check_circleScheduled follow-ups on anything awaiting a client reply, so tracking does not depend on somebody's memory.
- check_circleTechnical alerts from every project poured into the same stream: an outage caught by a probe lands where a client request lands.
What changed
- trending_upNo more requests lost between two mailboxes: there is one entrance, and anything unanswered stays visible.
- trending_upThe time spent sorting has been absorbed. The time spent replying stays human — that is the part with value in it.
- trending_upHuman validation is systematic on anything going to a client. The automation drafts, it does not send.
- trending_upIt is the tool we use ourselves every day. We do not sell automation we do not live with.
The services involved
This engagement drew on the following expertise. Each has its own page, with its method and its deliverables.
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